FREQUENTLY ASKED QUESTIONS
Need help with your account, order, delivery times or warranty?
Find the most frequently asked questions.
MY ORDER
What are your delivery methods?
FRANCE
- Free point relais delivery for orders over €59
- Free standard home delivery for orders over €59
- Express delivery 24H-48H TNT 9.99€ with signature (order placed before 12pm, delivered the next day if working day. It is imperative to provide a delivery address and that a physical person can receive the package with signature).
BELGIUM
- Free standard home delivery for orders over €59
EUROPE
- Standard delivery €10
DOM-TOM
- Standard delivery €12
INTERNATIONAL
- Standard delivery €25
What are the delivery times?
We make every effort to prepare your orders the same day. Orders placed after 4pm will be prepared the next day.
FRANCE
- Standard delivery: 2 to 3 working days
- TNT express delivery: Orders placed before 12 noon are delivered within 24-28 working days.
- It is imperative that a delivery address is provided and that someone can receive the package.
BELGIUM
- Standard delivery: 3 to 7 working days
EUROPE
- Standard delivery: 3 to 7 working days
DOM-TOM
- Standard delivery: 9 to 14 working days
INTERNATIONAL
- Standard delivery: 9 to 14 working days
For deliveries outside of France, delivery times may be a little longer.
Do you deliver abroad?
We currently deliver to all countries in the European Union and internationally without any limit. For any order made outside of France, delivery times may be slightly modified depending on the destination.
For deliveries abroad, the recipient may be required to pay delivery and customs fees, depending on the legislation in force in the country of destination.
Can I exchange or return my order?
You want to make your Flotte because it doesn't meet your expectations or because it's not your size? Don't worry, you have 14 days to return or exchange your order to us for an exchange or refund. Personalized items cannot be exchanged and/or refunded.
With simplified returns, simply access the returns portal here.
In case of exchange, the return to Europe is free. The return shipping costs will be automatically deducted from your refund. The refund is made within 14 days.
Return rates:
4,90€ : France
9,90€ : Germany, Austria, Belgium, Spain, Ireland, Italy, Luxembourg, Netherlands, Portugal, United Kingdom
15 € : other countries
How long does it take to return my order?
Once your order has been received, you have 14 working days to make a return. After this period, you can no longer make a return.
How do I return my order?
All returns are made by mail. Returned items must be sent in their original condition and packaging, including labels. They must not be worn, washed or soiled.
How can I pay?
Visa, Visa Electron, Mastercard, American Express, and Apple Pay. For payment by debit card or American Express, the payment will be made in real time.
For more information, please consult our general sales conditions.
How do I order?
Once you have selected your items, you can modify your cart in the box at the top left of your screen.
To proceed to the payment, click on the "pay" tab and enter your personal information including your e-mail, your delivery address and your phone number. An invoice will be sent to you by e-mail with the confirmation of your purchase.
Can I change/cancel my order?
You have 1 hour to modify or cancel your order by contacting us by email or by chat. Once the validation of your order is done, we will not be able to proceed to a possible change.
When will I receive my order?
Once your order is placed in our online store, we proceed to its processing within 24 hours in our workshop.
Once your package is entrusted to a carrier, we will send you its tracking number via email or SMS and you will just have to wait between 2 and 3 working days (in France) to enjoy your order Flotte.
How can I track the delivery of my order?
To track your package, you just need your tracking number that you received by email, or connect to the carrier's website to know its status.
I have not received my order, what should I do?
If you have not received your package although our carrier identifies it as delivered, please contact us by email or via chat. We are sincerely sorry for the inconvenience and we will solve this small problem as soon as possible.
I received a product in bad condition, what should I do?
Quality control is carried out by our workshop before each shipment. If, however, you receive damaged items, please contact us by e-mail or via chat.
I received an incomplete order.
We are very sorry if this is the case. We invite you to contact us by email or via the chat to resolve the situation as soon as possible by sending you the missing item.
How do I maintain my room Flotte ?
For parts maintenance, we recommend that you consult our article on the subject, which can be found here!
What payment methods are accepted?
Accepted payment methods are: Paypal, Visa, Carte bleue, Mastercard, American Express, Apple Pay, Scalapay, BanContact
- Payment by Scalapay :
3x payment without fees, for any order over 150 euros. Partial payments by gift cards are not available with this payment solution. It is made in three installments: 1st installment at the time of purchase, the 2nd installment at 1 month after the day of purchase, the 3rd installment at 2 months after the day of purchase.
Is my payment secure?
Your banking information is only used for your purchase on www.flotte.fr, thanks to a secure payment gateway that complies with the European directive DSP2 and strong customer authentication. No banking information concerning you will be stored. What's more, our website is 100% secure (HTTPS) and hosted by OVH, our French provider.
MY ACCOUNT
How do I create my account?
To create your account, simply click here. Alternatively, you can create your account at the time of purchase.
My e-mail address has been refused. What should I do?
If your email address was refused when you created your account, please check first that it is correct and well spelled. An automatic verification system is set up to validate your email address to ensure that you receive your order confirmation and shipping emails.
Is my information secure?
Any personal information you provide to us to process your order or when creating your account will be used exclusively for the purposes of our business relationship. In no case, your information will be communicated, shared or sold to third parties.
In accordance with the French law on information technology and freedom of 6 January 1978, you have the right to access and rectify your personal data.
Can I change my personal information?
To modify your personal information such as your billing address or your postal address: simply click on "Modify addresses" in your personal space. You can then modify and/or add a new address.
I forgot my password, how can I change it?
If you have forgotten your password, don't worry! When you log in, click on "Forgot your password?" then enter your email address so that we can send you an email to recover it.
THE LOYALTY PROGRAM
How does the Flotte Club loyalty program work?
The program works on the basis of 1€ spent = 1 point. You earn points with every order, whether on the e-shop or in-store Flotte. From 150 points upwards, you can earn exclusive rewards.
Codes are not cumulative. Codes are valid for a single use and are valid for 12 months (with the exception of lifetime rewards for Platinum level).
How do I reach him?
You can join the Club simply by creating a customer account. As soon as you reach 150 points (equivalent to €150 spent), either on the e-shop or at Flotte, you automatically become a member!
What are the different levels?
Levels are awarded according to the number of points accumulated. The more points you accumulate, the more exclusive rewards you can enjoy.
The Flotte Club has 4 statuses:
- Bronze: between 150-299 points (€ spent)
- Silver: between 300-599 points (€ spent)
- Gold: between 600-1199 points (€ spent)
- Platinum: over 1200 points (€ spent)
Is the loyalty program valid in stores?
Yes, you can earn points for purchases made at Flotte.
What are the rewards?
Members of the Flotte Club loyalty program have access to different tiers, depending on the number of points they have accumulated. The more points you accumulate, the more exclusive rewards you can enjoy. Find out more here.
What are the different levels?
Levels are awarded according to the number of points accumulated. The more points you accumulate, the more exclusive rewards you can enjoy.
The Flotte Club has 4 statuses:
- Bronze: between 150-299 points (€ spent)
- Silver: between 300-599 points (€ spent)
- Gold: between 600-1199 points (€ spent)
- Platinum: over 1200 points (€ spent)
What are the rewards?
Members of the Flotte Club loyalty program have access to different tiers, depending on the number of points they have accumulated. The more points you accumulate, the more exclusive rewards you can enjoy. Find out more here.
How can I find out about my status and rewards?
Enter your email address in the members' area above. Your status and rewards will be sent to you by email.
If you don't receive an email, send us a message to hello@flotte.fr
How long is my status valid?
Your loyalty status is valid for life once you've reached it. Your points are kept for life.
Only rewards expire after 12 months, if they have not been used since they were awarded (with the exception of rewards offered for life for Platinum level).
Are rewards cumulative?
Codes cannot be accumulated. With the exception of the Platinum level, codes are valid for a single use and are valid for 12 months.
How do I receive my rewards?
Points and rewards will be automatically emailed to you within 20 days of the order date.
Need help?
Enter your email address in the members' area on this page. Your status and rewards will be emailed to you again.
How can I enjoy my rewards?
- Receive your personalized codes by email.
- Copy one of the codes and add it to your shopping cart.
Codes cannot be combined. Codes are valid for a single use and are valid for 12 months (with the exception of lifetime rewards for the Platinum level).
Are previous orders accounted for?
Yes, the points of all orders placed (with the same e-mail address) are counted.
Can my points expire?
Points earned are valid for life. Only rewards expire after 12 months, if they have not been used since they were awarded (excluding the Platinum tier).
Can my rewards expire?
Yes, rewards expire after 12 months if not used since they were awarded (with the exception of lifetime rewards for Platinum level).
I have placed an order and my points are not updated.
There are two possible cases:
- Your purchase was made less than 20 days ago. Please note that during this period, the points accumulated will be put on hold subject to reimbursement. If one or more items are refunded, the corresponding points will be adjusted. In addition, rewards and associated codes will be sent by email within 20 days of the shipping date.
- You have made a purchase in-store, but the email address was not provided at checkout. As a result, we are unable to connect the points you have accumulated to your account. Please be sure to give us your e-mail address each time you check out, so that we can collect points and offer you advantages.
If you are still experiencing difficulties after this period, and this does not concern a refund, please write to us at hello@flotte.fr.
THE BRAND
When was the brand created?
Flotte was created in January 2020, a little before the health crisis (not the best time to launch a new brand...) Nevertheless, we have been able to adapt and develop our collections as well as our teams.
Today, we are proud to say that we are a French brand, because all our creation, logistics, marketing and sales teams are located in Paris. We are happy to participate in our own way to the evolution of an eco-responsible brand.
What is the origin of the word Flotte and the logo?
Like many of you, when it rains, we use this typically French expression: "il flotte" ("it floats").
At Flotte, we were keen to highlight this word from French slang and make it known internationally!
Why this logo?
◦ The drop of water represents the "o" in Flotte and our raison d'être, rain.
◦ The small slit in the circle echoes our disruptive side, treating rain differently through color and positive attitude. It also refers to the power of water, which changes shapes.
◦ Finally, the colors recall those of France, our roots and our source of inspiration! All our pieces are designed in Paris.
Where are your clothes made?
Our garments are researched and designed in Paris and manufactured in Asia in a workshop specializing in recycled outerwear. The manufacture of our garments requires special technical skills and know-how that cannot be found elsewhere. That's why we work with partners in China. It's in this part of the world that we now find the largest production facilities, which meet our specifications.
Our raw materials and production system enable us to guarantee quality without having to transport raw materials. What's more, our collections are produced in limited quantities, thus avoiding textile overproduction.
Our partners in China are BSCI-certified, and the wages of the craftsmen we work with are above average. One of our teams visits the workshops several times a year to monitor production and carry out a social audit of the manufacturing chain.
Our products are sold internationally in over 250 points of sale (in Europe, Australia, Canada, Japan, etc.), and all production is carried out in a single location. The raw materials and the production system enable us to guarantee quality without multiplying product transport.
Do you have points of sale?
You can find all Flotte sales outlets in France and abroad here:
https://www.flotte.fr/pages/store-locator
Do you have a sale?
At Flotte, we don't have sales for the following reasons:
1/ Our collections are timeless.
2/ We're committed to fighting overproduction, which is why we produce in limited quantities. Most of our production is based on pre-orders. So we don't really have "unsold stock". On the contrary, when a size or color is available, you've got to go for it!
3/ This policy of non-overproduction and timelessness enables us to guarantee fair prices all year round. No discounts at all.
